Leigh Asher
Rossville,GA
Summary
Energetic Senior Customer Benefit Specilaist successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
16
16
years of professional experience
Work History
Senior Customer Benefits Specialist
Unum
Chattanooga , TN
02.2020 - Current
- Assisting new hires and tenured reps with call navigation and accuracy
- Providing critical, accurate, delicate and concise information to escalated customers on benefit, claims, billing and life inquiries
- Exhibiting strong written and verbal communication skills to provide detailed documentation for internal, cross-functional business partners
- Facilitate job shadows with potential new Senior Customer Benefit Specialists by displaying strong time management, organizational and interpersonal skills needed to be successful in the role
- Onboard new Senior Customer Benefit Specialists to the team
- Mentoring new hires and tenured representatives as they learn new skill sets by providing them with in depth 1:1 support
- Providing written and verbal feedback to representatives which includes facilitating hard conversations without deflating their ego
- Schedule and lead weekly meetings with groups of representatives to discuss trends impacting the customer experience and changes to business procedures
Customer Service Representative IV
Unum
Chattanooga, TN
07.2019 - Current
- Answer customer inquiries and provided accurate information regarding products and services.
- Resolve complex problems by working with other departments to provide solutions that meet customer needs.
- Coach and develop peers by leveraging job shadows and reverse job shadows to help them trend toward goal proficiency
- Meet and often exceed metric requirements regarding customer surveys, accuracy audits and performance goals
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Recognize patterns with customer calls and spotlighting any areas of opportunity for potential improvement
Office Administrator
Southern Custom Flooring Company
Chattanooga , TN
05.2016 - 04.2019
- Coordinated and managed daily administrative operations of the office.
- Organized and maintained filing systems, including electronic databases and records.
- Composed correspondence such as letters, emails, memos, reports and other documents.
- Processed invoices on a timely basis according to established procedures.
- Reviewed employee time sheets for accuracy prior to submission for payroll processing.
- Supported Human Resources activities by maintaining personnel files in accordance with legal requirements.
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
Senior Representative
T-Mobile
Chattanooga, TN
02.2008 - 05.2016
- Responsible for researching and resolving escalated customer issues
- Coach and develop representatives in real time to de-escalate and resolve customer issues
- Developed new hire training plan and implemented this training to new hire classes of 30+ representatives
- Evaluated account histories and service backgrounds to spot trends and identify issues in need of attention
- Operated in a dynamic, high volume environment to provide skilled assistance to on average, 100 customers each day
- Worked with management daily to propose and implement customer service solutions
Education
High School Diploma -
Chattooga High School
Summerville, GA06-1997
Skills
- Excellent verbal and written communication
- Documentation And Reporting
- Verbal and written communication
- Relationship Building
- Coaching and development
- Effective leadership skills
- Confident decision maker
- Time management
- Adaptability and Flexibility
- Problem-solving aptitude
References
References available upon request.
Timeline
Senior Customer Benefits Specialist
Unum
02.2020 - Current
Customer Service Representative IV
Unum
07.2019 - Current
Office Administrator
Southern Custom Flooring Company
05.2016 - 04.2019
Senior Representative
T-Mobile
02.2008 - 05.2016
High School Diploma -
Chattooga High School
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